Troubleshooting Woes

I understand that IT and QA professionals never know what quality of individual they might be dealing with from one issue to the next, so must start with the bare-bones and work their way up to the more complex. I also understand that these people deal with a lot of idiots on a daily basis and get a bit jaded and negative about things.

That being said...

I am having an interference problem. My cable, internet, and phone are all provided by Cox Communications. I have been quite happy with them over the years I've been in this apartment, and they have helped me quickly each time I've had an issue. I've even pointed out problems that they were unaware of at their end (one time the gain was turned up way high for a couple of channels and, according to the service rep I spoke with, I was the only one to make them aware of that and someone had just hit the switch and upped the gain to 100% and not noticed).

The interference problem started during the fires and has continued since. My guess is that something somewhere between my apartment and their offices is loose, dirty, or damaged and the intermittent interference I am seeing is caused by that. It has happened before. It manifests into visual interference lines of static on the TV and, at precisely the same moment and for precisely the same length of time, as buzzing/scratching on my phone line.

For example, I had the TV on while talking with M last night. At exactly the same moment as the picture got the interference on it, the phone had static. Since M could not hear the static, it was entirely on my end.

I contacted Cox customer support with that problem. I was very specific about the interference being on both at exactly the same time. They asked me to check my connections (which I had already done). What I received back was two different work orders-- one for line static and one for cable static. All of the questions were asking me about separate issues and telling me that representatives will be contacting me from each of the separate divisions. The problem is that the problem is affecting both-- so it is something that is in conjunction with both lines.

Replied back once again telling them of the simultaneous issues, but also replying to each unit's separate questions. Hopefully someone will see the connection at some point. However, I am now not as confident that they will resolve the issue quickly and efficiently if they continue to insist that these are separate problems.